Program Performance Specialist - Call Center

Description:

• Position is virtual, but qualified candidates must reside in one of the following states: AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN, TX, WI.
• As a pioneer and industry leader in on-demand contact center solutions, Working Solutions is looking for a Program Performance Specialist.
• This position will deep dive into all aspects of the call connections, leads and referrals of assigned program.
• Support the Program Manager, agents, customers, and client on daily needs and ensure high level of satisfaction.
• Complete research and/or training necessary to thoroughly understand the client’s business and project requirements, with detailed understanding of performance metrics and expectations.
• Assist Development Manager with developing tactics and action plans to improve metrics results based on the voice of the customer.
• Analyze trends and identify deviations/exceptions in customers’ patterns.
• Investigate root causes and recommend solutions to improve group and individual agent metrics.
• Recommend ways to improve processes, internal tools, documentation, and technology to improve workflow.
• Review top complaint issues and process improvement recommendations with Quality Manager and identify and implement mitigation efforts.
• Participate in weekly performance meetings with the client and bi-weekly across all partners.
• Report, summarize, and present customer feedback efficiently and under tight deadlines.
• Identify process with Development Manager to compare metrics and QA evaluation scores to look for trends and opportunities.
• Continually work to ensure that Working Solutions clients are receiving superior metric results and that all metrics are being met or exceeded.
• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment.
• Provide daily, weekly, monthly metric resolution updates for the agents and Development team.
• Provide results reporting to Working Solutions and as requested.

Requirements:

• Must be a US citizen or permanent resident to be considered for full-time employment
• Previous experience in interpreting and analyzing data, reports, processes, trends and situations and recommending solutions.
• Previous experience communicating trends / insights using both verbal and graphical representation.
• Organizational skills, ability to multi-task and work independently.
• Excellent computer skills and experience with the Internet and email.
• Strong customer focus, sense of urgency, problem solving and decision-making skills.
• Strong process management abilities, with ability to strategize and problem-solve throughout.
• Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office. Proven experience with reporting and data analysis.
• High level of independent judgment and initiative, with well-developed sense of ownership, urgency, and customer focus.
• Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment.
• Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to senior leaders, peers and direct reports in a clear, logical manner.
• Ability to accomplish both client and company goals, handling multiple personalities and demands.
• Ability to use a keyboard and sit at a computer for a large portion of the work period.
• Availability for up to 10% travel if needed and ability to work regular business hours as well as occasional variable hours, including evening and weekend hours as necessary.

Benefits:

• Work From Home